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<!-- wp:reyrey-js/list-item {"content":"Dealerships can excel at a crossroad of industries."} /-->
<!-- wp:reyrey-js/list-item {"content":"How to master the 3E’s of Service Lane Hospitality Fundamentals."} /-->
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<div class="wp-block-reyrey-js-column"><!-- wp:reyrey-js/paragraph {"content":"I recently revisited content from a presentation on “Unreasonable Hospitality” by Will Guidara, author of the book of the same name."} /-->
<!-- wp:reyrey-js/paragraph {"content":"“Today, every business can choose to be in the hospitality industry,” his \u003ca href=\u0022https://www.unreasonablehospitality.com/\u0022\u003ewebsite\u003c/a\u003e touts."} /-->
<!-- wp:reyrey-js/paragraph {"content":"I couldn’t help but think how true that is. Every business sits at the crossroads of product (or service) and hospitality, the spot we lovingly call “customer service.” (Hey, CSI scores, I’m looking at you!)"} /-->
<!-- wp:reyrey-js/paragraph {"content":"But I quickly realized, it’s no longer a choice."} /-->
<!-- wp:reyrey-js/paragraph {"content":"Your dealership is the very intersection of automotive and hospitality."} /-->
<!-- wp:reyrey-js/paragraph {"content":"Several touchpoints in your dealership create the pulse of a hospitality heartbeat \u003cspan data-contrast=\u0022auto\u0022\u003e—\u003c/span\u003e whether it’s how prospects feel and are accommodated during the purchase process, or your customers’ experience in the service lane. Heck, “serv-” comes from the Latin word meaning “to serve, to be a servant” and is right there in metaphorical neon lights, a beacon shining from your fixed ops department."} /-->
<!-- wp:reyrey-js/paragraph {"content":"So, if you were to reframe your service bay and think of it like a hotel’s front desk, how do you:"} /-->
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<!-- wp:reyrey-js/list-item {"content":"Maximize efficiency and operations for your team, and"} /-->
<!-- wp:reyrey-js/list-item {"content":"Drive the customer experience to levels of exceptional, unreasonable hospitality?"} /-->
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<!-- wp:reyrey-js/paragraph {"content":"Let’s focus on the first part of the question for the sake of this article. Looking again at Guidara’s insights, he emphasizes enabling your team to be capable of unreasonable hospitality. In many ways, that translates to treating your team hospitably first, so they can carry that attitude forward. He also recommends focusing on “enhancing the least likely touchpoints” to ensure things run smoothly. It’s a positive iteration of “the devil’s in the details,” where it’s not about the small problems, but about small tweaks that can have exponential impact."} /-->
<!-- wp:reyrey-js/paragraph {"content":"For a service lane, I see an opportunity to do this through integration touchpoints that empower your team to be more efficient, effective, and equipped, which I’m branding the 3E’s of Service Lane Hospitality Fundamentals."} /-->
<!-- wp:reyrey-js/paragraph {"content":"\u003cspan class=\u0022RR-Font-Weight Bold\u0022\u003eEfficiency\u003c/span\u003e"} /-->
<!-- wp:reyrey-js/paragraph {"content":"Efficiency is the cornerstone of any well-functioning service experience. When things happen quickly and with fewer errors, it reduces headaches for the service provider and creates a seamless choreography from the customer’s perspective. Think about checking into a hotel \u003cspan data-contrast=\u0022auto\u0022\u003e—\u003c/span\u003e the smoother that step, the smoother the whole stay."} /-->
<!-- wp:reyrey-js/paragraph {"content":"What can that look like in the service drive? \u003ca href=\u0022https://hubs.la/Q03xJ_g90\u0022\u003ePopulating customer vehicle and RO information directly into your fleet management system\u003c/a\u003e means advisors have less to worry about across multiple screens, allowing them to expedite the check-in and get customers on their way."} /-->
<!-- wp:reyrey-js/paragraph {"content":"\u003cspan class=\u0022RR-Font-Weight Bold\u0022\u003eEffectiveness\u003c/span\u003e"} /-->
<!-- wp:reyrey-js/paragraph {"content":"If efficiency makes it easy for your team to accomplish their tasks, effectiveness is the ripple effect through your teams. Effectiveness lives upstream, where organizational systems and streamlined management processes support a culture of hospitality for your teams."} /-->
<!-- wp:reyrey-js/paragraph {"content":"Effectiveness points towards higher level insights that improve overall fleet management and operational flow for supervisors. For example, when invoiced repair orders automatically appear in your fleet management software, advisors and supervisors can easily track when customers are expected to return their loaner vehicles. This reduces confusion, keeps your fleet fully utilized, and prevents customers from unintentionally delaying returns, which could lead to added dealership costs. It also empowers the service team to be more proactive, setting the stage for an enhanced customer experience."} /-->
<!-- wp:reyrey-js/paragraph {"content":"\u003cspan class=\u0022RR-Font-Weight Bold\u0022\u003eEquipped (for Excellence)\u003c/span\u003e"} /-->
<!-- wp:reyrey-js/paragraph {"content":"In the realm of exceptional hospitality, going the extra mile is key. Those opportunities are found in small but significant steps that leave a lasting impression; moments where compassion, respect, and conscientiousness shine through."} /-->
<!-- wp:reyrey-js/paragraph {"content":"Being equipped to capitalize on those opportunities is two-fold. Part one is preparation; part two is the interaction."} /-->
<!-- wp:reyrey-js/paragraph {"content":"For example, letting customers submit their driver’s license and insurance information ahead of their service appointment saves time for both the customer and the advisor. The result? The in-person interaction becomes faster and smoother, exhibiting seamless hospitality through the entire process."} /-->
<!-- wp:reyrey-js/paragraph {"content":"Though my author bio doesn’t reflect it, prior to stepping into the automotive industry, I spent four years in hospitality, managing everything from hotel front desks, events, guest relations, to group sales. Hospitality is built into my personal brand, and as a customer, it tends to stick out and leave a lasting impression with every product and service interaction I have."} /-->
<!-- wp:reyrey-js/paragraph {"content":"With expertise on both sides of the “hotel desk,” adages of wisdom I can affirm hold true in the hospitality world and beyond: Where you can enhance efficiency, make it count. Where you can make an impression, make a [good] lasting one."} /-->
<!-- wp:reyrey-js/paragraph {"content":"And, if an expert and acclaimed restaurateur says to “make it unreasonable hospitality” to accomplish this? Well, sounds reasonable to me."} /-->
<!-- wp:reyrey-js/paragraph {"content":"So, how are you going to go the extra mile in your service drive today?"} /--></div>
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